JP2006180028A - Speech connection system and speech connection method in call center - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a speech connection system for quickly and surely connecting a call arrived from a customer to an operator in charge of a partner customer in order to cope with a case that a call center of an enterprise for receiving speeches replies to speeches from customers addressed to a plurality of its partner customers in place of and on behalf of the partner customers. <P>SOLUTION: The speech connection system sets different telephone numbers from partner dependence / job contents dependence and prescribes to which partner customer a speech is addressed and to what kind of job contents the speech relates on the basis of an external number of a call received by the call center. Priorities for sharing extension phone calls on the basis of a call receiving skill of each operator are set in advance to a PBX, which quickly connects a call to an extension telephone set of an operator appropriate to the partner customer / job contents prescribed depending on the external number. Since the partner customer prescribed on the basis of the external number is pop-up displayed on a screen of a terminal operated by an operator, the operator can announce the name of the partner customer without mistake by confirming the screen. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  In the call center that accepts a call from a customer, when a business that accepts a call at the call center responds by proxy to a call from a customer of a plurality of partners, a call received from the customer is promptly sent to the operator in charge. The present invention also relates to a call connection system and a call connection method for reliable connection.

  When accepting customer questions and transaction applications over the phone, it is common to install a call center in which an operator who responds to the customer's phone call is located. A call center usually has a corresponding number of operators so that it can respond quickly to customer calls, and incoming calls are distributed by selecting operators who are not busy by PBX (private telephone exchange) or the like. The Since there are not a few operators who can respond depending on the contents of requests from customers, it is preferable that incoming calls are distributed according to the inquiry contents and skills according to the skills of the operators.

  In response to such a problem, a customer is identified from the telephone number and input information of the caller, and an operator that is specified by ranking in advance or an operator that matches the condition of the identified customer's customer information is selected. Thus, an invention for connecting a call to an operator suitable for responding to the customer has been disclosed (for example, see Patent Document 1 and Patent Document 2).

  In addition, a business number corresponding to the business content is determined, an operator who is in charge of responding to each business number is registered in advance, and the business number entered at the caller is received and the business number is entered. An invention has been disclosed in which a call is connected to an operator suitable for the business content by selecting a corresponding operator (for example, see Patent Document 3).

  Also, call centers currently in operation often use CTI systems that fuse telephones and computers. When a CTI system receives a call from a customer, it is common to connect the call to an operator and display information necessary for a response such as customer information on a computer terminal operated by the operator. Is possible.

  As a technique related to such a CTI system, it is disclosed that attribute information about a user who is a call originator connected to an operator is acquired from a database and displayed on a computer terminal operated by the operator ( For example, see Patent Document 4.)

JP 2000-69168 A JP 2002-358410 A JP 2000-341417 A JP, 2003-122834, A paragraph numbers 0145-0148

  In the personal card loan industry, which has traditionally been centered on reception at counters and dedicated terminals, it is common to apply for loan applications at call centers. Such a call center is established by each financial institution executing a personal card loan, but there are many cases where the examination work after accepting the application is entrusted to a specialized guarantee company.

  FIG. 1 shows a scheme as described above. Financial institutions A to C each have a call center, and an operator responds to inquiries and applications from customers P to Q. When financial institutions A to C accept the loan application, they entrust the guarantee company X with the examination work regarding whether or not the loan is acceptable. As for information about customers who have received applications required for examinations by guarantee companies, in addition to the attribute information provided by financial institutions A to C, in the event that matters that need to be confirmed by the customers themselves are guaranteed Company X may contact and confirm directly with customers PR. If the guarantee company X approves the debt guarantee as a result of the examination, the financial institutions A to C execute the loan, and the guarantee company X guarantees the debt of the loan to the financial institutions A to C.

  While screening of such personal card loans requires specific know-how, in recent years, the number of regional financial institutions that have expanded into personal card loans has increased. Opportunities for outsourcing and debt guarantees are increasing. However, according to the scheme shown in FIG. 1, since the hearing of the necessary items for examination becomes indirect, there is a problem that it takes time to determine the loan.

  Therefore, as a method for improving the efficiency of the reception work related to the examination, for example, as shown in the example of FIG. 2, the guarantee company X acts as a proxy for the reception work of financial institutions A to C, which are partners of the guarantee business. The call center is established, and an operator in charge of each financial institution can respond to calls from customers P to Q on behalf of the financial institutions A to C. In this scheme, it may be necessary to arrange a person in charge of the guarantee company X itself in order to respond to an inquiry from a customer required as a guarantee company.

  As shown in the above example, when a call center that responds to a call from a customer associated with multiple partners is provided as a proxy, the following problems may occur depending only on the technology used in the conventional call center. is there.

  First, when a call is received from a customer, it is necessary to connect the call to an appropriate operator in charge of the financial institution used by the customer. If it is a case of connecting to an operator that matches the customer's requirements, it can be handled by letting the customer select a predetermined button using an IVR (voice automatic answering device) or the like. In the state that it is conscious that the telephone is directly called to the institution, since the guarantee company collectively answers the calls to a plurality of financial institutions, it is not possible to let the customer select a financial institution to call using IVR. No. In addition, it is possible to identify the financial institution by referring to the customer database after identifying the customer from the calling number, etc., but it is not possible to deal with the case where the calling number cannot be specified at the time of incoming call. A case that cannot be assumed. That is, the first problem is to quickly connect an incoming call at a call center to an appropriate operator.

  Secondly, in the case where each operator serves as a reception desk for two or more companies, there is a problem that a response must be made by accurately naming the financial institution or the like that is the trading partner of each customer. As described above, a technique for displaying customer attribute information or the like on a terminal device operated by an operator using a CTI system has been disclosed. It would be more preferable if a technique for ensuring the name of a financial institution or the like can be given to an operator who has received the service. That is, the second problem is that the operator can surely grasp which partner the call is for the incoming call at the call center.

  The present invention has been made in order to cope with such a problem, and in a call center that accepts calls from customers, a case where an operator that accepts calls at a call center responds by proxy to calls from a plurality of partner customers. In order to cope with this, it is an object of the present invention to provide a call connection system and a call connection method for quickly and reliably connecting a call received from a customer to a responsible operator.

  A first invention for solving the problems according to the present application is a call connection system for connecting a call received from a customer to an operator in charge in a call center that makes a proxy response to a call from a customer associated with a plurality of partners. First storage means for associating and storing an external number of a call received from a customer and information related to a predetermined partner, and an extension number of an extension telephone operated by the operator for each operator for the corresponding skill for each partner The second storage means for storing in association, the external number identification means for identifying the external number of the call received from the customer, and the external number identified by the external number identification means with reference to the first storage means An extension that identifies the corresponding partner and identifies the extension number that connects the call by referring to the corresponding skill for the partner in the second storage means No. specifying means, a call connection system, comprising a call connection means, a connecting said call to said extension number extension identifying unit has identified.

  In response to the first problem described above, the first invention designates a different external line number for each partner that makes a proxy response to a call at the call center, specifies the partner by the received telephone number, and responds to the operator By registering the skills for each partner in advance, it is possible to quickly connect a call received at the call center to an operator who is suitable for responding to the partner.

  According to a first aspect of the present invention, there is provided a third storage means for storing the corresponding skill for each partner for each operator in association with the identification information of the operator, and identification of an operator who uses the extension telephone for a predetermined extension telephone. The identification information receiving means for receiving information and the third storage means are used to identify the corresponding skill for each partner of the operator corresponding to the identification information received by the identification information receiving means, and the second Corresponding skill setting means for setting the corresponding skill corresponding to the extension telephone may be provided in the storage means.

  In a call center, an operator's seating position is not always fixed, and different operators often use one extension telephone. When configured as described above, the operator can set the extension telephone number to be used at the start of work, and can arbitrarily set the extension number, the operator and its skills, so the operator's seating position is fixed. The first invention can be applied even to a call center that is not provided.

  Furthermore, the first invention refers to the fourth storage means for storing the extension number of the extension telephone operated by the operator and the terminal information for specifying the terminal operated by the operator, and the fourth storage means. The terminal information specifying means for specifying the terminal information corresponding to the extension number specified by the extension number specifying means and the external number identified by the external number identification means with reference to the first storage means. And a proxy response screen display means for displaying a screen indicating that the call is a proxy response of the partner information on the terminal specified by the terminal information specifying means. You can also. An extension number of an extension telephone operated by an operator and terminal information for specifying a terminal operated by the operator in association with each other; a fourth storage means; and a reference to the fourth storage means. Terminal information specifying means for specifying terminal information corresponding to the specified extension number; fifth storage means for storing the external line number of a call received from a customer in association with information on a partner to be displayed on the terminal; Referring to the fifth storage means, the partner information specified by the outside line number identified by the outside line number identifying means is specified, and a screen indicating that the call is a proxy response of the partner is displayed on the terminal information And a proxy response screen display means for displaying on the terminal specified by the specifying means.

  When the first invention is configured in this way, in response to the second problem, a call received at the call center is quickly connected to the operator in charge and the partner name specified from the received external line number, etc. Is displayed on the terminal screen operated by the operator, it is possible for the operator to respond with the name of the partner without a doubt when starting a call. For example, a screen showing that it is a proxy response of the partner is suitable for alerting the operator when the partner name is popped up, but the display method is not particularly limited.

  In the above configuration, with respect to the table for associating the incoming outside line number with the partner, the same table is used for specifying the operator to be connected and the screen to be displayed in the former mode, and in the latter mode the operator to be connected Different tables are used to specify the screen and the screen to be displayed.

  A second invention that solves the problem according to the present application is a call connection system for connecting a call received from a customer to a responsible operator in a call center that performs proxy response to a call from a customer associated with a plurality of partners. A first storage means for associating and storing an external number of a call received from a customer and information relating to a business content related to a predetermined partner, and a correspondence skill for each business content related to the partner for each operator. A second storage means for storing the telephone number in association with the extension number of the extension telephone operated, an external number identification means for identifying an external line number of a call received from a customer, and the external line with reference to the first storage means. The business content related to the partner designated by the external number identified by the number identification means is specified, and the business related to the partner in the second storage means An extension number specifying means for specifying an extension number for connecting the call with reference to a corresponding skill about the content; and a call connection means for connecting the call to the extension number specified by the extension number specifying means. Is a call connection system characterized by the above.

  In response to the first problem described above, the second invention designates a different external line number for each business content related to the business partner who makes a proxy response at the call center, and specifies the business partner and business content according to the received telephone number. In addition to identifying and registering the skills of responding operators by partner and business details in advance, calls received at the call center can be quickly connected to the appropriate operator for responding to the business details of the partner. It becomes possible to do.

  Further, the second invention uses a third storage means for storing the correspondence skill for each business content related to the partner for each operator in association with the identification information of the operator, and uses the extension telephone for a predetermined extension telephone. Identification information receiving means for receiving the identification information of the operator to be operated, and the third storage means, and the correspondence skill for each business content related to the partner of the operator corresponding to the identification information received by the identification information receiving means And corresponding skill setting means for setting the corresponding skill corresponding to the extension telephone in the second storage means.

  As described above, in the call center, the position where the operator is seated is not always fixed, and it is not rare for different operators to use one extension telephone. Therefore, according to this configuration, as in the case of the first invention, Even in a call center where the operator's seating position is not fixed, the second invention can be applied.

  Further, the second invention refers to the fourth storage means for storing the extension number of the extension telephone operated by the operator and the terminal information for specifying the terminal operated by the operator, and the fourth storage means. The terminal information specifying means for specifying the terminal information corresponding to the extension number specified by the extension number specifying means and the external number identified by the external number identification means with reference to the first storage means. A proxy response that identifies a partner that is the subject of a proxy response from the business content of the partner, and displays a screen indicating that the call is a proxy response of the partner on the terminal specified by the terminal information specifying unit A business subject to a proxy response from the business content of the partner designated by the external line number identified by the external line number identifying unit with reference to the screen display unit and the first storage unit Business content operation screen display means for specifying the content and displaying an operation screen related to the business content on the terminal specified by the terminal information specifying means, wherein the business content operation screen display means is operated by the operator from the terminal. It is also possible to display an operation screen related to the business contents after receiving a confirmation signal indicating that a screen indicating that the response is a proxy response has been confirmed. An extension number of an extension telephone operated by an operator and terminal information for specifying a terminal operated by the operator in association with each other; a fourth storage means; and a reference to the fourth storage means. A terminal information specifying means for specifying terminal information corresponding to the specified extension number; an external number of a call received from a customer; and information relating to a business content related to a partner for display on the terminal in association with each other. Referring to the storage means and the fifth storage means, the partner that is the target of the proxy response is specified from the business contents related to the partner specified by the outside line number identified by the outside line number identifying means, and the call Refers to the proxy response screen display means for displaying on the terminal specified by the terminal information specifying means and the fifth storage means to display a screen indicating that it is a proxy response of the partner. The business content that is the subject of the proxy response is identified from the business content of the partner specified by the external number identified by the external number identification means, and the operation screen related to the business content is displayed on the terminal identified by the terminal information identification means Business content operation screen display means, the business content operation screen display means, after receiving a confirmation signal indicating that the operator has confirmed the screen indicating that it is the proxy response from the terminal, An operation screen related to the business content may be displayed.

  When the second invention is configured in this way, in response to the second problem, the incoming call at the call center is quickly connected to the operator in charge, and the partner name specified from the incoming external line number, etc. Is displayed on the terminal screen operated by the operator, it is possible for the operator to respond with the name of the partner without a doubt when starting a call. It is the same as in the first invention that the display method of the screen indicating that it is a proxy response of the partner is not particularly limited. Also, in this configuration, after the operator confirms the display of the partner name and the like, a screen related to the business content specified from the outside line number is displayed. Appropriate measures can be taken.

  In the above configuration, with respect to the table for associating the incoming outside line number with the business contents related to the partner, in the former mode, the same table is used for identifying the operator to be connected and identifying the screen to be displayed. Then, different tables are used to specify the operator to be connected and the screen to be displayed as in the case of the first invention.

  A third invention that solves the problem according to the present application is a call connection system for connecting a call received from a customer to a responsible operator in a call center that responds by proxy to a call from a customer associated with a plurality of partners. First storage means for associating and storing an external number of a call received from a customer and information relating to a predetermined partner; an external number identification means for identifying an external number of a call received from a customer; and Call connection means for connecting to an extension number, second storage means for storing the extension number of the extension telephone operated by the operator and terminal information for specifying the terminal operated by the operator, and the second storage means Referring to the terminal information specifying means for specifying the terminal information corresponding to the extension number connected by the call connection means, the external number with reference to the first storage means A proxy response screen display means for specifying a partner designated by an external number identified by another means and displaying a screen indicating that the call is a proxy response of the partner for the terminal specified by the terminal information specifying means A call connection system comprising:

  In response to the above-mentioned second problem, the third invention designates a different external line number for each partner for which a call is made by proxy at the call center, specifies the partner by the received telephone number, and receives the incoming external line. By displaying the partner name and the like identified from the number on the terminal screen operated by the operator, the operator can definitely give the partner name and respond at the start of the call.

  A fourth invention that solves the problem according to the present application is a call connection system for connecting a call received from a customer to a responsible operator in a call center that performs proxy response to calls from customers associated with a plurality of partners. First storage means for associating and storing an external number of a call received from a customer and information relating to a business content relating to a predetermined partner, an external number identifying means for identifying an external number of a call received from a customer, Call connection means for connecting a call to a predetermined extension number, second storage means for associating and storing the extension number of the extension telephone operated by the operator and terminal information for specifying the terminal operated by the operator, The terminal information specifying means for specifying the terminal information corresponding to the extension number connected by the call connection means, and the first storage means. A screen indicating that the call is a proxy response of the partner, by specifying the partner that is the target of the proxy response from the business content of the partner specified by the external number identified by the external number identification means The proxy response screen display means to be displayed on the terminal specified by the terminal information specifying means, and the business contents relating to the partner designated by the external line number identified by the external line number identification means with reference to the first storage means Business content operation screen display means for specifying the business content to be subjected to proxy response from the terminal and displaying the operation screen related to the business content on the terminal specified by the terminal information specifying means, the business content operation screen The display means receives the confirmation signal indicating that the operator has confirmed the screen indicating the proxy response from the terminal, and then performs an operation related to the business content. A call connection system characterized by displaying the face.

  In response to the second problem described above, the fourth invention designates a different external line number for each business content related to a business partner who makes a proxy response for a call at a call center, and determines the business content with the business partner by the received telephone number. By identifying and displaying the partner name identified from the incoming external number on the terminal screen operated by the operator, the operator can definitely respond with the partner name at the start of the call Become. In addition, after the operator confirms the display of the partner name, etc., a screen related to the business content specified from the outside line number is displayed, so the operator can respond appropriately to the customer by responding to the display screen. It can be carried out.

  The first to fourth aspects of the invention can also be grasped as a call connection method in a call center implemented by the call connection system according to each invention.

  That is, the call connection method corresponding to the first invention is a call connection for connecting a call received from a customer to a responsible operator in a call center that performs proxy response to calls from customers associated with a plurality of partners. A method in which the computer system identifies an external number of a call received from a customer, and the computer system stores an external number of a call received from a customer and information related to a predetermined partner in association with each other. 1, referring to the storage unit 1, identifying a partner associated with the outside line number identified in the step of identifying the outside line number, and the computer system assigning a corresponding skill for each partner to each operator. In the second storage means for storing in association with the extension number of the extension telephone operated by Referring to the corresponding skill for the partner specified in the step of specifying the partner, specifying the extension number to which the call is connected and the computer system specifying the call in the step of specifying the extension number And a step of connecting to the extension number.

  A call connection method corresponding to the second invention is a call connection method for connecting a call received from a customer to a responsible operator in a call center that responds by proxy to a call from a customer associated with a plurality of partners. The computer system identifies the external number of a call received from a customer, and the computer system stores the external number of a call received from a customer and information related to the business contents of a predetermined partner. The first storage means refers to the step of identifying the business content relating to the partner designated by the outside line number identified in the step of identifying the outside line number; and In the extension telephone operated by the operator, the corresponding skill according to the work content is applied. In the second storage means for storing in association with the number, an extension number for connecting the call is referred to by referring to the corresponding skill for the business content related to the business partner specified in the step of specifying the business content related to the business partner. A call connection method comprising: specifying and connecting the call to the extension number specified in the step of specifying the extension number.

  The call connection method corresponding to the third invention is a call connection method for connecting a call received from a customer to a responsible operator in a call center that responds by proxy to a call from a customer associated with a plurality of partners. The computer system identifying an external number of an incoming call from a customer; the computer system connecting the call to a predetermined extension; and the computer system is an extension operated by an operator. The terminal information corresponding to the extension number connected in the step of connecting the call is specified with reference to the second storage means for storing the telephone extension number and the terminal information for specifying the terminal operated by the operator in association with each other. And an external number of a call received from a customer and a predetermined partner Identifying a partner designated by the external line number identified in the step of identifying the external line number with reference to first storage means for associating and storing information related to the external line number; and A screen indicating that the proxy response of the partner specified in the step of specifying the partner is displayed on the terminal specified in the step of specifying the terminal information. is there.

  A call connection method corresponding to a fourth invention is a call connection method for connecting a call received from a customer to a responsible operator in a call center that performs proxy response to calls from customers associated with a plurality of partners. The computer system identifying an external number of an incoming call from a customer; the computer system connecting the call to a predetermined extension; and the computer system is an extension operated by an operator. The terminal information corresponding to the extension number connected in the step of connecting the call is specified with reference to the second storage means for storing the telephone extension number and the terminal information for specifying the terminal operated by the operator in association with each other. And an external number of a call received from a customer and a predetermined partner With reference to the first storage means for associating and storing information related to the business content, the partner to be the target of the proxy response from the business content related to the business partner designated by the external line number identified by the external line number identifying means A step of specifying, and the computer system displays a screen indicating that the call is a proxy response of the partner specified in the step of specifying the partner, on the terminal specified in the step of specifying the terminal information And a business content to be subjected to a proxy response from the business content of the partner designated by the external line number identified in the step of identifying the external line number with reference to the first storage means by the computer system And the computer system determines the business content specified in the business content specification step. Displaying the operation screen on the terminal identified in the step of identifying the terminal information, wherein the step of displaying the operation screen related to the business content is the proxy response from the terminal by the operator A call connection method is characterized in that after receiving a confirmation signal indicating that the screen indicating that the operation has been confirmed, an operation screen relating to the business content is displayed.

  According to the present invention, in a call center that accepts a call from a customer, when an operator that accepts a call at a call center responds by proxy to a call from a customer of a plurality of partners, first, a call that arrives at the call center is promptly associated with the call It becomes possible to connect to an operator who is suitable for a response about the destination.

  Secondly, by displaying the partner name and the like for proxy response on the terminal screen operated by the operator, it is possible for the operator to respond with the name of the partner without fail when starting a call.

  As described above, according to the present invention, an operator that accepts a call at a call center can quickly and accurately substitute a call from a plurality of partner customers. If the present invention is applied to a call center of a personal card loan guarantee company, it becomes possible for the guarantee company to respond to applications and inquiries from customers on behalf of financial institutions affiliated with the guarantee company.

  The best mode for carrying out the present invention will be described below in detail with reference to the drawings. In the following explanation, the present invention is applied to a call center of a personal card loan guarantee company, and the guarantee company substitutes for a customer application or inquiry on behalf of a financial institution affiliated with the guarantee company. Although explained, the following explanation is an example of an embodiment of the present invention, and the present invention is not limited to such an embodiment.

  FIG. 1 is a diagram showing the relationship between a financial institution that executes a personal card loan and a guarantee company in the current scheme. FIG. 2 is a diagram showing a scheme in which a guarantee company substitutes a call at a call center on behalf of a financial institution that performs financing using the call connection system according to the present invention. FIG. 3 is a block diagram showing the configuration of the call connection system according to the present invention. FIG. 4 is a diagram showing an example of a table used for specifying a business code from an external line number in the PBX in the call connection system according to the present invention. FIG. 5 is a diagram showing an example of a table used for specifying extension numbers to be connected in the PBX in the call connection system according to the present invention. FIG. 6 is a diagram showing an example of a table used for associating operators with extension numbers in the CTI database in the call connection system according to the present invention. FIG. 7 is a diagram showing an example of a table used for specifying the power receiving skill of the operator in the business database in the call connection system according to the present invention. FIG. 8 is a diagram showing an example of a table used for specifying a startup screen or the like from an outside line number in a business database in the call connection system according to the present invention. 9 to 14 are diagrams showing first to sixth display examples of the terminal screen operated by the operator in the call connection system according to the present invention. FIG. 15 is a flowchart showing a flow of connecting a call by specifying an extension telephone in the PBX in the call connection system according to the present invention. FIG. 16 is a flowchart showing a flow of displaying a start-up screen on a terminal operated by an operator in the CTI server in the call connection system according to the present invention. FIGS. 17 to 19 show a telephone number designated for each business content of a partner, a loan application pamphlet in which the telephone number is written, and a call back request to a customer in which the telephone number is written in the embodiment of the present invention. It is a figure which shows an example of a notification. FIG. 20 is a diagram showing an example of a telephone number specified for each business content in an embodiment in which the present invention is used for identifying business content.

  FIG. 1 and FIG. 2 show the relationship between a financial institution executing a personal card loan and a guarantor, and a representative of the financial institution at the call center of the guarantor using the current general scheme and the call connection system according to the present invention. It shows the difference in the schemes for responding.

  In the current scheme shown in FIG. 1, financial institutions A to C each have a call center, and an operator responds to inquiries and applications from customers P to Q. The financial institutions A to C entrust the guarantee company X with respect to whether or not the loan is acceptable, and information necessary for the examination at the guarantee company is notified from the financial institutions A to C to the guarantee company X.

  On the other hand, in the proxy response scheme using the present invention shown in FIG. 2, a guarantee company X establishes a call center for acting as a receptionist for financial institutions A to C, which are partners, The operator in charge of the financial institution answers the calls from the customers P to Q on behalf of the financial institutions A to C. In this scheme, it may be necessary to arrange a person in charge of the guarantee company X itself in order to respond to an inquiry from a customer required as a guarantee company. It is not always necessary that the operators in charge of the financial institutions A to C are in charge of each company, and a plurality of financial institutions may be in charge as long as each operator can cope.

  In order to realize the proxy response scheme using the present invention shown in FIG. 2, it is possible to quickly identify which partner the call received at the call center is related to and can respond to the partner. It will be necessary to connect to the operator. In addition, when an operator answers a connected call, the name of the partner is definitely displayed, such as “Yes, we are company A” or “We are waiting for you, company B support desk”. It is necessary to give his name.

  FIG. 3 shows an example of the configuration of a call center system corresponding to such a problem. A call originated from the telephones 71 to 73 by the customer is received by the PBX 20 of the call center system 10 and distributed to any of the telephones 61 to 63 used by the operators 001 to 003. Also, information related to the call received by the PBX is handed over to the CTI server 30, and the information necessary for the response through the in-house LAN to the PC operated by the operator who connected the call among the PCs 51 to 53 operated by the operators 001 to 003. Send. Information necessary for such a response is acquired from the business server 40. The responding operator advances the call with the customer while referring to the information displayed on the PC.

  In the present invention, a different telephone number is designated for each partner and business content for a telephone number for accepting an application or inquiry from a customer. FIG. 17 shows an example of telephone numbers designated by partner and business contents. 0120-111-101 for customers who apply for a loan to financial institution A, and 0120-111 for customers who request a return call for hearing information necessary for the examination to company X acting as an agency. -001, Toll-free numbers 0120-111-102 are assigned to customers who request a return call to notify the financial institution A whether or not a loan is possible.

  The telephone numbers that differ depending on the partner and business contents specified in this way are used as dedicated telephone numbers when each partner requests telephone contact with the customer. For example, FIG. 18 shows an example of a loan application pamphlet in which a telephone number is written, but a telephone sent by dialing 0120-111-101 by looking at this pamphlet applies for a loan to A company. Can be identified as a phone. FIG. 19 shows an example of a return telephone request notification to a customer with a telephone number. The telephone sent by dialing 0120-111-102 after seeing this notification informs Company A of the availability of the loan. It can be identified as a return phone to do.

  On the other hand, it is preferable to set the power receiving skill of an operator who responds to a call from a customer at a call center on the basis of which business partner can handle a telephone related to what business. The operator's power receiving skill can be registered in the business database 41 as shown in the example of FIG. In FIG. 7, corresponding to each operator ID, a power receiving skill that can respond to each partner and business content is set. In this example, “2” indicates that it is possible to respond with priority, “1” can be responded but “2” does not have priority, and “0” indicates that it is impossible to respond. For the application to the company, calls are connected in the order of operators 002 and 001, and are not connected to 003.

  In order to link such power receiving skills by partner and business contents with the telephone numbers specified by partner and business contents, in the example of FIG. Is attached with a business code indicating which business is associated with which business. This business code is used to specify which business at which business partner is associated with, and therefore, what power at each business partner is classified according to business code for the operator's power receiving skills to answer calls from customers at the call center. It can be set whether it can respond to the telephone regarding business.

  In the example of FIG. 17, an outside line telephone number is designated for a customer together with a toll-free telephone number. However, such a setting is made when a call charge from a customer is desired to be free. When a customer dials a toll-free number, it is converted into a telephone number linked in advance in the carrier's system, and the outside line number is recognized when an incoming call is received at the PBX 20. In addition, it is good also as using a normal pay telephone number as a telephone number designated with respect to a customer, without performing such conversion of a telephone number.

  When a customer dials a designated telephone number, a predetermined outside line number is recognized when an incoming call is received at the PBX 20 by any of the above methods. Here, the PBX 20 is provided with a table for identifying the business code from the external line number as shown in the example of FIG. 4, so that the call related to which business of which partner is the incoming call. Can be recognized. Furthermore, the PBX 20 is provided with a table for specifying the extension number to be connected as shown in the example of FIG. 5, so that a call can be connected to an operator having appropriate power receiving skills.

  For example, when the customer dials 0120-111-301, the PBX 20 receives an incoming call on the line of the external line number 03 (1111) 3001. The business code “c1” is identified from this external line number with reference to the table of FIG. 4, and the power receiving skills of “c1” should be referenced in the table of FIG. 5 in order of operators 002 and 001. Is identified.

  The extension numbers of the operators 002 and 001 are 62 and 61, respectively. Accordingly, the PBX 20 first tries to connect to the telephone 62. If the telephone 62 is not busy, the call is connected through the extension telephone line, and the operator 002 answers. If the telephone 62 is busy, a connection to the telephone 61 is attempted. If the telephone 61 is not busy, a call is connected through the extension telephone line, and the operator 001 responds.

  Next, when the customer dials 0120-111-001, the PBX 20 receives an incoming call on the line of the external line number 03 (1111) 0001. From this outside line number, the work code “x1” is identified with reference to the table of FIG. 4, and when the power receiving skill of “x1” is referred to in the table of FIG. 5, the priority order of the operators 001 and 002 becomes the highest priority. The status to be connected is “2”.

  Here, when neither operator is in a call, there is no particular limitation as to which operator is selected, but for example, the waiting time after disconnecting the latest call for each operator in the PBX 20 is recorded. It is also possible to set so as to preferentially connect to the longer waiting time.

  As described above, according to the present invention, the telephone number of an incoming call is used to identify which telephone service is related to which partner, and an appropriate operator answers the extension telephone. The position where the operator is seated is not always the same, and the position where the operator is seated, that is, the extension number to which the operator responds, often differs depending on the day. Therefore, it is necessary to securely set the extension number and operator ID to be linked before the PBX 20 distributes the call.

  For this purpose, the telephone number and computer terminal of the extension telephone installed at the position where the operator is seated are fixed, and a login operation is performed by designating the operator ID of the operator at the computer terminal at the position where the operator is seated. And extension numbers can be reassigned at any time. For example, when the operator 001 performs a login operation on the PC 51 provided in the telephone 61, the operator ID and the extension number are set in the CTI database 31 in association with each other as shown in the example of the table of FIG.

  In the table for identifying the extension number for connecting the call provided in the PBX 20, the power receiving skill of the operator who uses each extension number is set for each business code. When the association between the operator ID and the extension number is set in the CTI database 31, the table for specifying the extension number for connecting the call of the PBX 20 via the CTI server 30 is also provided for each extension number. The operator ID and the power receiving skill of the operator seated at the position are set. As for the power reception skill of each operator, it is only necessary to acquire information on the power reception skill that can respond to each partner and business content set in the business database 41.

  In the description so far, a case has been exemplified in which a telephone number is designated for each partner and each business content, and an operator is selected from which partner's telephone related to what business, but the present invention is a partner. However, the present invention is not limited to a mode in which a telephone number is designated based on both the business contents and the business contents. Based on only one of them, for example, it is possible to specify a telephone number for each partner and connect to the operator in charge of each partner. It is good also as connecting to the operator in charge of business contents.

  Up to this point, the configuration and operation of the call center system 10 for quickly identifying which partner's business details the incoming call is related to and connecting to the operator in charge who can respond to the business details of the partner. Explained. Next, the call center system 10 that will definitely give the name of the partner, such as “Yes, I am company A” or “Sorry, B company support desk”. The configuration and operation will be described.

  The business server 40 has a function to display information necessary for business processing on a computer terminal for an operator who responds to a call from a customer, and displays a screen corresponding to the business content on the PCs 51 to 53. Let In the case of a general CTI system, for example, a function for displaying a customer terminal by referring to a customer database with reference to a caller number of an incoming call and displaying attribute information of the customer on a computer terminal, or an automatic voice response device (IVR) ), The business content is specified from the number of the button selected by the customer, and information necessary for proceeding with the business content is displayed on the computer terminal.

  In the present invention, in the business database 41, an outside line number of an incoming call as shown in the example of FIG. 8 and a screen to be displayed on the PCs 51 to 53 operated by the operator are stored in association with each other. When the PBX 20 receives an outside line call and recognizes the outside line number, the information specifying the outside line number and the information specifying the extension number of the extension telephone connected in the PBX 20 are delivered to the CTI server 30.

  The CTI server 30 makes an inquiry to the business database 41 via the business server 40 and refers to the table shown in the example of FIG. 8 to display it on the computer terminal operated by the operator corresponding to the external line number acquired from the PBX 20. Specify the screen to be used. Further, the computer terminal that displays the screen corresponding to the extension number acquired from the PBX is specified with reference to the table that associates the operator and the extension number shown in the example of FIG.

  For example, considering a case in which a call received by PBX 20 at 03 (1111) 1001 is connected to extension number 61, it is a call for a partner A company and a call for application acceptance from the table of FIG. This is specified to be displayed on the screen of the computer terminal operated by the operator. From the table of FIG. 6, it is specified that the operator 001 responds to the extension telephone 61 and the computer terminal operated by the operator 001 is the PC 51.

  Subsequently, the CTI server 30 acquires data for a predetermined screen display from the business server 40, transmits the data to the PC 51, and displays the data on the screen. On the screen of the PC 51, firstly a pop-up that the call is for the company A as shown in the example of FIG. 9 is popped up. By confirming this screen, the operator can surely name the partner name “Yes, it is Company A”. When the operator performs a predetermined operation such as clicking the screen after giving the name of the partner to respond, a screen used for application reception as shown in the example of FIG. 10 is displayed. The application acceptance screen shown in FIG. 10 may be automatically switched from the partner name display screen shown in FIG. 9 when the operator receives power.

  Next, considering the case where the PBX 20 receives a call at 03 (1111) 0001, it can be seen from the table in FIG. 8 that the call is addressed to Company X, which conducts the examination work, and the call is a return call for examination hearing. Is specified to be displayed on the screen of the computer terminal operated. In this case, the screen of the computer terminal operated by the operator is first popped up as a call addressed to company X as shown in the example of FIG. Then, a screen used for the examination return telephone as shown in the example of FIG. 12 is displayed. 12 may be automatically switched from the company name display screen of FIG. 11 when the operator receives power.

  It should be noted that the configuration and operation of the call center system 10 described so far are based on the assumption that the communication line used for voice communication and the communication line used for data communication are different series of lines. The PBX 20 performs control in the data communication, and the CTI server 30 or the like performs control. However, in the case of using an IP phone, which has recently become popular, it is possible to integrate the voice communication line and the data communication line, and also integrate the functions of the PBX 20 and the CTI server 30. .

  When the call center system 10 is configured using an IP phone as described above, a table for specifying a business code as shown in the example of FIG. 4 is used to specify a partner and business content from an incoming call. Even if it is not used, a table for specifying a display screen used in the business server 40 as shown in the example of FIG. 8 can be shared. In addition, the distribution of incoming calls does not require a dedicated table for call connection as shown in the example of FIG. 5, and the power reception of the operator used in the business server 40 as shown in the example of FIG. The skill management table can be shared.

  Next, considering the case where the PBX 20 receives a call at 03 (1111) 1002, it is determined from the table in FIG. 8 that the call is addressed to the affiliated company A and the call is a return call for the result notification. Is specified to be displayed on the screen of the computer terminal operated. In this case, the screen of the computer terminal operated by the operator is first popped up to indicate that the call is for company A as shown in the example of FIG. After performing the above, a screen used for a result announcement return telephone as shown in the example of FIG. 14 is displayed. 14 may be automatically switched from the partner name display screen of FIG. 12 when the operator receives power.

  With reference to the flowchart of FIG. 15, a flow for specifying an extension telephone in PBX and connecting a call in the call connection system according to the present invention will be described. First, when an outside line call is received at the call center (S01), the telephone number of the incoming call is specified (S02).

  Next, the business code table in which the incoming external telephone and the business code specifying the partner are associated is referred to (S03), and the business code corresponding to the telephone number of the incoming call is specified (S04). Further, an extension table in which the extension number of the extension telephone used by the operator at the call center and the information regarding the power receiving skill of the operator for each business code is referred to (S05), and the operator who can respond to the work related to the specified business code An extension number is specified (S06).

  Subsequently, it is confirmed whether the specified extension number is busy (S07). When a call is in progress, the specified extension number cannot be answered, so the extension number of the next rank is specified with reference to the extension table (S05 to S06). This flow is repeated until an extension number that is not in a call is specified. On the other hand, if it is confirmed that the call is not in progress, the incoming call is connected to the specified extension number (S08).

  A flow for displaying a start-up screen on a terminal operated by an operator in the CTI server in the call connection system according to the present invention will be described using the flowchart of FIG. First, the CTI server accepts incoming information such as the outside line number of an incoming call at the call center and the extension number connected to the PBX (S11).

  The CTI server refers to the login information set when the operator logs in (S12), and specifies the computer terminal operated by the operator corresponding to the extension number specified by the incoming information (S13).

  Next, the business database is referred to (S14), and the partner corresponding to the external line number specified by the incoming call information is specified (S15). The partner name identified here is displayed in a pop-up on the screen of the computer terminal identified from the extension number (S16). The operator refers to the displayed partner name and answers the connected call with the partner name.

  Further, referring to the business database, the activation screen provided for each business content corresponding to the outside line number specified by the incoming call information is specified (S17). The startup screen specified here is displayed after the partner name is displayed and the operator receives power on the screen of the computer terminal specified from the extension number (S18).

  In the above explanation, the present invention is applied to a call center of a personal card loan guarantee company, and the guarantee company substitutes for an application or inquiry from a customer on behalf of a financial institution affiliated with the guarantee company. In addition to the case of such proxy response, the present invention specifies a different telephone number for each business content in the call center of a business operator that sells products or provides services, and the outside line number of an incoming call. Identify the business content from the call and connect the call to an operator who is suitable for responding to the business content, or display a pop-up screen on the terminal screen operated by the operator indicating that the call corresponds to the business content. You can also

  For example, as shown in FIG. 20, a telephone number is provided for each product received at the call center and contents received, operator skill information is set using the corresponding business code, and the business code is determined from the external number of the incoming call. If the operator is specified and the operator is sorted, the customer can quickly call the operator in charge by simply calling the designated telephone number. In the current general call center, after the telephone is connected, it is required to select a push button according to the instruction of the IVR to specify the purpose of the call, and there is a problem that it takes time to connect to the operator. Although this occurs, such a configuration can also solve the problem.

  In addition to the connection of the call to the operator, on the terminal screen operated by the operator, a screen showing the business contents first pops up like “Product A application window” and the operator says “Yes, Product A application window” If the customer calls the wrong phone number, it will be possible to quickly recognize the error. In order to configure in this way, in the business database described in the example of FIG. 18, a table used for specifying the startup screen from the external line number, and for pop-ups that display the business content briefly instead of “partner” The first startup screen may be set.

It is a figure which shows the relationship between the financial institution which performs the personal card loan in the present scheme, and a guarantee company. It is a figure which shows the scheme which carries out proxy response of the telephone call in a call center on behalf of the financial institution which a guarantee company performs financing using the telephone call connection system concerning this invention. It is a block diagram which shows the structure of the telephone call connection system concerning this invention. It is a figure which shows an example of the table used in order to identify a work code from an outside line number in PBX in the telephone call connection system concerning this invention. It is a figure which shows an example of the table used for specification of the extension number connected in PBX in the telephone call connection system concerning this invention. It is a figure which shows an example of the table used for correlation with an operator and an extension number in the CTI database in the telephone call connection system concerning this invention. It is a figure which shows an example of the table used for specification of an operator's power receiving skill in a business database in the telephone call connection system concerning this invention. It is a figure which shows an example of the table used in the telephone call connection system concerning this invention, in order to specify a starting screen etc. from an outside line number in a business database. It is a figure which shows the 1st example of a display of the terminal screen which an operator operates with the telephone call connection system concerning this invention. It is a figure which shows the 2nd example of a display of the terminal screen which an operator operates with the telephone call connection system concerning this invention. It is a figure which shows the 3rd example of a display of the terminal screen which an operator operates with the telephone call connection system concerning this invention. It is a figure which shows the 4th example of a display of the terminal screen which an operator operates with the telephone call connection system concerning this invention. It is a figure which shows the 5th example of a display of the terminal screen which an operator operates with the telephone call connection system concerning this invention. It is a figure which shows the 6th example of a display of the terminal screen which an operator operates with the telephone call connection system concerning this invention. It is a flowchart which shows the flow which specifies an extension telephone in PBX and connects a call in the telephone call connection system concerning this invention. It is a flowchart which shows the flow which displays a starting screen on the terminal which an operator operates in a CTI server by the telephone call connection system concerning this invention. In the Example of this invention, it is a figure which shows an example of the telephone number designated according to the business content of the partner. In the Example of this invention, it is a figure which shows an example of the loan application pamphlet with which the telephone number was described. In the Example of this invention, it is a figure which shows an example of the return telephone request notification to the customer in which the telephone number was described. It is a figure which shows an example of the telephone number designated according to business content in the Example which uses this invention for identification of business content.

Explanation of symbols

10 Call center system 20 PBX (private telephone exchange)
30 CTI Server 31 CTI Database 40 Business Server 41 Business Database 51 PC
52 PC
53 PC
61 telephone set 62 telephone set 63 telephone set 71 telephone set 72 telephone set 73 telephone set

Claims (14)

A call connection system for connecting a call received from a customer to an operator in charge at a call center that answers a call from a customer associated with a plurality of partners.
First storage means for storing information relating to an external line number of a call received from a customer and information related to a predetermined partner;
Second storage means for storing each partner's corresponding skill for each operator in association with the extension number of the extension telephone operated by the operator;
An external number identification means for identifying an external number of a call received from a customer;
Referring to the first storage means, identify the partner associated with the external line number identified by the external line number identifying means, refer to the corresponding skill for the partner in the second storage means, An extension number specifying means for specifying an extension number for connecting the call;
Call connection means for connecting the call to the extension number specified by the extension number specifying means;
A call connection system comprising: Third storage means for storing the corresponding skill for each partner for each operator in association with the identification information of the operator;
Identification information receiving means for receiving identification information of an operator who uses the extension telephone for a predetermined extension telephone;
Referring to the third storage means, the operator-specific correspondence skill of the operator corresponding to the identification information received by the identification information reception means is specified, and the second storage means corresponds to the extension telephone Corresponding skill setting means for setting the corresponding skill;
The call connection system according to claim 1, further comprising: A fourth storage means for associating and storing an extension number of an extension telephone operated by an operator and terminal information for specifying a terminal operated by the operator;
Referring to the fourth storage means, terminal information specifying means for specifying terminal information corresponding to the extension number specified by the extension number specifying means;
Referring to the first storage means, the partner information specified by the outside line number identified by the outside line number identifying means is specified, and a screen indicating that the call is a proxy response of the partner is displayed on the terminal information Proxy response screen display means to be displayed on the terminal specified by the specifying means;
The call connection system according to claim 1, further comprising: A fourth storage means for associating and storing an extension number of an extension telephone operated by an operator and terminal information for specifying a terminal operated by the operator;
Referring to the fourth storage means, terminal information specifying means for specifying terminal information corresponding to the extension number specified by the extension number specifying means;
A fifth storage means for storing an external number of a call received from a customer and information relating to a partner for display on the terminal in association with each other;
Referring to the fifth storage means, the partner information specified by the outside line number identified by the outside line number identifying means is specified, and a screen indicating that the call is a proxy response of the partner is displayed on the terminal information Proxy response screen display means to be displayed on the terminal specified by the specifying means;
The call connection system according to claim 1, further comprising: A call connection system for connecting a call received from a customer to an operator in charge at a call center that answers a call from a customer associated with a plurality of partners.
First storage means for associating and storing an external number of a call received from a customer and information relating to a business content relating to a predetermined partner;
Second storage means for storing the correspondence skill for each business content related to the business partner for each operator in association with the extension number of the extension telephone operated by the operator;
An external number identification means for identifying an external number of a call received from a customer;
With reference to the first storage means, the business content related to the partner designated by the external line number identified by the external line number identifying means is specified, and the business content related to the partner in the second storage means An extension number specifying means for specifying an extension number for connecting the call, with reference to the corresponding skill of
Call connection means for connecting the call to the extension number specified by the extension number specifying means;
A call connection system comprising: Third storage means for storing the corresponding skill for each business content related to the partner for each operator in association with the identification information of the operator;
Identification information receiving means for receiving identification information of an operator who uses the extension telephone for a predetermined extension telephone;
Referring to the third storage means, the corresponding skill according to the business content related to the business partner of the operator corresponding to the identification information received by the identification information receiving means is specified, and the extension is stored in the second storage means Correspondence skill setting means for setting the correspondence skill corresponding to the telephone;
The call connection system according to claim 5, further comprising: A fourth storage means for associating and storing an extension number of an extension telephone operated by an operator and terminal information for specifying a terminal operated by the operator;
Referring to the fourth storage means, terminal information specifying means for specifying terminal information corresponding to the extension number specified by the extension number specifying means;
Referring to the first storage means, the partner to be a proxy response is identified from the business contents of the partner designated by the external number identified by the external number identification means, and the call is the partner Proxy response screen display means for displaying on the terminal specified by the terminal information specifying means, a screen indicating that the response is a proxy response;
An operation screen relating to the business content is specified by referring to the first storage means, specifying the business content to be a proxy response from the business content for the partner designated by the external line number identified by the external number identification means, Business content operation screen display means for displaying on the terminal specified by the terminal information specifying means,
The business content operation screen display means displays an operation screen related to the business content after receiving a confirmation signal indicating that the operator has confirmed the screen indicating that it is the proxy response from the terminal. The call connection system according to claim 5 or 6. A fourth storage means for associating and storing an extension number of an extension telephone operated by an operator and terminal information for specifying a terminal operated by the operator;
Referring to the fourth storage means, terminal information specifying means for specifying terminal information corresponding to the extension number specified by the extension number specifying means;
A fifth storage means for storing an external number of a call received from a customer in association with information related to a business content related to a partner for display on the terminal;
Referring to the fifth storage means, the partner to be a proxy response is specified from the business contents of the partner designated by the outside line number identified by the outside line number identifying means, and the call is the partner Proxy response screen display means for displaying on the terminal specified by the terminal information specifying means, a screen indicating that the response is a proxy response;
Referring to the fifth storage means, the business content to be a proxy response is specified from the business content related to the partner specified by the external line number identified by the external line number identifying means, and the operation screen relating to the business content Business content operation screen display means for displaying on the terminal specified by the terminal information specifying means,
The business content operation screen display means displays an operation screen related to the business content after receiving a confirmation signal indicating that the operator has confirmed the screen indicating that it is the proxy response from the terminal. The call connection system according to claim 5 or 6. A call connection system for connecting a call received from a customer to an operator in charge at a call center that answers a call from a customer associated with a plurality of partners.
First storage means for storing information relating to an external line number of a call received from a customer and information related to a predetermined partner;
An external number identification means for identifying an external number of a call received from a customer;
Call connection means for connecting the call to a predetermined extension number;
Second storage means for associating and storing an extension number of an extension telephone operated by an operator and terminal information for specifying a terminal operated by the operator;
Referring to the second storage means, terminal information specifying means for specifying terminal information corresponding to the extension number connected by the call connection means;
Referring to the first storage means, the partner information specified by the outside line number identified by the outside line number identifying means is specified, and a screen indicating that the call is a proxy response of the partner is displayed on the terminal information Proxy response screen display means to be displayed on the terminal specified by the specifying means;
A call connection system comprising: A call connection system for connecting a call received from a customer to an operator in charge at a call center that answers a call from a customer associated with a plurality of partners.
First storage means for associating and storing an external number of a call received from a customer and information relating to a business content relating to a predetermined partner;
An external number identification means for identifying an external number of a call received from a customer;
Call connection means for connecting the call to a predetermined extension number;
Second storage means for associating and storing an extension number of an extension telephone operated by an operator and terminal information for specifying a terminal operated by the operator;
Referring to the second storage means, terminal information specifying means for specifying terminal information corresponding to the extension number connected by the call connection means;
Referring to the first storage means, the partner to be a proxy response is identified from the business contents of the partner designated by the external number identified by the external number identification means, and the call is the partner Proxy response screen display means for displaying on the terminal specified by the terminal information specifying means, a screen indicating that the response is a proxy response;
An operation screen relating to the business content is specified by referring to the first storage means, specifying the business content to be a proxy response from the business content for the partner designated by the external line number identified by the external number identification means, Business content operation screen display means for displaying on the terminal specified by the terminal information specifying means,
The business content operation screen display means displays an operation screen related to the business content after receiving a confirmation signal indicating that the operator has confirmed the screen indicating that it is the proxy response from the terminal. Call connection system. A call connection method for a computer system to connect a call received from a customer to a responsible operator in a call center for proxy answering a call from a customer associated with a plurality of partners,
The computer system identifying an external number of an incoming call from a customer;
The computer system corresponds to the external line number identified in the step of identifying the external line number with reference to the first storage means for storing the external line number of the incoming call from the customer and information relating to the predetermined partner. Identifying the partner,
In the second storage means in which the computer system stores the corresponding skill for each operator in association with the extension number of the extension telephone operated by the operator, the partner specified in the step of specifying the partner Identifying the extension number connecting the call with reference to the corresponding skill for;
The computer system connecting the call to the extension identified in the identifying the extension;
A call connection method characterized by comprising: A call connection method for a computer system to connect a call received from a customer to a responsible operator in a call center for proxy answering a call from a customer associated with a plurality of partners,
The computer system identifying an external number of an incoming call from a customer;
The external line identified in the step of identifying the external line number by referring to the first storage means for storing the computer system in association with the external line number of the incoming call from the customer and the information related to the business contents related to the predetermined partner Identifying the work content for the partner specified by the number;
In the second storage means in which the computer system stores the correspondence skill according to the business contents concerning the partner for each operator in association with the extension number of the extension telephone operated by the operator, the business contents concerning the partner Identifying the extension number that connects the call with reference to the corresponding skill for the business content related to the business partner identified in the step of identifying
The computer system connecting the call to the extension identified in the identifying the extension;
A call connection method characterized by comprising: A call connection method for a computer system to connect a call received from a customer to a responsible operator in a call center for proxy answering a call from a customer associated with a plurality of partners,
The computer system identifying an external number of an incoming call from a customer;
The computer system connecting the call to a predetermined extension;
The computer system is connected in the step of connecting the call with reference to second storage means for storing the extension number of the extension telephone operated by the operator and the terminal information for specifying the terminal operated by the operator in association with each other. Identifying terminal information corresponding to the extension number;
The computer system is designated by the external line number identified in the step of identifying the external line number with reference to the first storage means for storing the external line number of the call received from the customer in association with the information related to the predetermined partner. Identifying the alliance partner,
Displaying the screen indicating that the call is a proxy response of the partner specified in the step of specifying the partner, on the terminal specified in the step of specifying the terminal information;
A call connection method characterized by comprising: A call connection method for a computer system to connect a call received from a customer to a responsible operator in a call center for proxy answering a call from a customer associated with a plurality of partners,
The computer system identifying an external number of an incoming call from a customer;
The computer system connecting the call to a predetermined extension;
The computer system is connected in the step of connecting the call with reference to second storage means for storing the extension number of the extension telephone operated by the operator and the terminal information for specifying the terminal operated by the operator in association with each other. Identifying terminal information corresponding to the extension number;
The computer system refers to the first storage means for storing the external line number of the call received from the customer in association with the information related to the business content of the predetermined partner, and the external line number identified by the external line number identifying means Identifying the partner that is the subject of the proxy response from the business details of the designated partner,
Displaying the screen indicating that the call is a proxy response of the partner specified in the step of specifying the partner, on the terminal specified in the step of specifying the terminal information;
The computer system refers to the first storage means, and identifies the business content that is the subject of the proxy response from the business content related to the partner specified by the external line number identified in the step of identifying the external line number Steps,
Displaying the operation screen related to the business content specified in the step of specifying the business content on the terminal specified in the step of specifying the terminal information;
The step of displaying the operation screen related to the business content includes displaying the operation screen related to the business content after receiving a confirmation signal indicating that the operator has confirmed the screen indicating the proxy response from the terminal. A characteristic call connection method.